AccountId: 011433970860
ContactId: 326179e4-8cf3-4439-94d4-016c49a6370a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190059 ms
Total Talk Time (AGENT): 76450 ms
Total Talk Time (CUSTOMER): 54183 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/326179e4-8cf3-4439-94d4-016c49a6370a_20250124T14:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I was calling for eligibility and benefits for my patient.
[AGENT][NEUTRAL] OK. Are you needing, uh, so you're needing eligibility and benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I can help you, and who am I speaking with?
[CUSTOMER][NEUTRAL] Um, my name is [PII]
[AGENT][NEUTRAL] Thank you. And now, what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number please, ma'am.
[CUSTOMER][NEUTRAL] Uh, that would be 1526435 M as in Mary, L as in low and the number 8.
[AGENT][NEUTRAL] OK, thank you. Give me one moment to get the member's information pulled up please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and any information now that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, said that she was a subscriber on this uh supplemental policy mail, but this policy is no longer active. It was active from [PII] to its term date of [PII], and there is no other active coverage with APO.
[CUSTOMER][NEUTRAL] Mm, OK. Um, what else?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, you said that um it was [PII] that was terminated?
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] [PII]. Sorry.
[AGENT][NEUTRAL] Mhm. No, that's OK. And she does not have any other active coverage with us beyond that point.
[CUSTOMER][NEUTRAL] All right, and.
[CUSTOMER][NEUTRAL] OK, and can you
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you inform me of your uh initial and last name and reference number for this call?
[AGENT][NEUTRAL] The reference number is my name and today's date and if you need the first initial, it is [PII]
[CUSTOMER][POSITIVE] All right, thank you so much, [PII] you have a great day.
[AGENT][POSITIVE] Well, I hope you have a great day too, [PII], if that's all I can help you with, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye-bye.